Privacy Policy

Travelodge Leisure Privacy Policy

Introduction

This website is operated by Travelodge Hotels Limited (“we”, “us” or “Travelodge”) and we are a controller for the purposes of relevant data protection laws. As a controller, we decide why and how your personal information is processed and are responsible for the personal information you provide to us.

Travelodge understands that customers care about the use and storage of their personal information and we value your trust in allowing us to do this in a careful and sensible manner. We have created this privacy policy in order to demonstrate our commitment to the privacy of our website users and customers and to meet our legal requirements.

If you are using our website or our recruitment portal to apply for vacancies, such activities are governed by a separate privacy policy which outlines how we process your personal information for these purposes and your rights in relation to the same. This separate privacy policy can be accessed at the bottom of the pages of our careers website.

Where your personal information is collected and sent to other organisations for processing that is in both our and their interests, or where we make decisions together in relation to the processing, we may be ‘joint controllers’ with the organisations involved. As joint controllers, we and the other organisations involved in making these decisions will be jointly responsible to you under data protection laws for this processing. 

How we collect your personal information 

We collect personal information about you (and others if their personal information is provided by you) when you:

1. make or manage a booking either personally or as a guest of another guest;
2. register or alter details for “My Travelodge” and “Travelodge Business” accounts;
3. request a brochure;
4. sign up for our newsletter and other marketing emails (in line with Marketing below);
5. enquire about or apply for a Corporate Account or Business Account card which is governed by the Travelodge Business Privacy Policy;
6. engage with us to receive helpdesk services (such as by contacting our customer services department, through the “Contact Us” form on our website or by calling our telephone helpline (which may be recorded);
7. post material to our website or any social media, including our social media pages or accounts;
8. complete customer feedback or surveys as part of your stay at one of our hotels;
9. register at the reception or kiosks in one of our hotels;
10. raise a complaint or dispute with us or are involved in a legally recordable incident at our premises (e.g. in relation to health and safety reporting);
11. speak to one of our representatives, call centre agents or members of our customer services or PR team;
12. participate in competitions or promotions;
13. visit or use our website or customer applications in any other way; and
14. to provide you with in-house services that you have requested.

Any personal information that we obtain from you directly is provided to us on a voluntary basis. However, if you do not give this information to us, you may be unable to make a booking or receive certain other services from us or our partners or communicate with us effectively. Some of the information we request is requested because we are required to request it by law (for example, your identification documents in certain circumstances), or because it is a requirement under our contract with you.

Personal information we collect

The personal information collected in the above manner may include the following about you (and others if their personal information is provided by you):

1. full name;
2. postal address;
3. email address;
4. telephone number;
5. payment details;
6. location, including geolocation, data;
7. machine identifiers (such as IP addresses);
8. dispute resolution information;
9. disability and health information;
10. supplementary information (dietary and other preferences and special requirements);
11.  your image and activities;
12. any information included in your posts concerning us or other social media content, including your image and opinions;
13. website behavioural data (such as through tags and cookies – see our separate Cookie Policy);
14. voice recordings; and
15. identification information (such as passports, drivers’ licences or national identity cards).

Personal information provided by third parties

We collect personal information directly from you.  We may also receive information about you from other sources (such as the Mail Preference Service, our authorised third party service and data providers, the police and other law enforcement bodies, courts and legal and professional service providers, individuals that send unsolicited communications to us, our customers and other guests visiting our hotels).  We add this to the information we already hold about you in order to help us provide our products and services in accordance with your requirements and to ensure that the quality of data we have on your account(s) is maintained properly. We may also obtain personal information about you from social media providers such as Twitter and Facebook or from third party websites where you have left commentary or feedback about us (for example on TripAdvisor).

How we use your information

We will collect personal information:

1. in order to take steps you request in preparation of, or to fulfil our obligations under, a booking contract:

1. Bookings and payments – provide communications about bookings, products and services being provided to you (and others if their personal information is provided by you);
2. Bookings and account updates – send details of new, amended or cancelled bookings or ‘My Travelodge’ account details and changes – usually via email;
3. Updates on matters affecting our services – contact you (and others if their personal information is provided by you) in the event of a change that affects a booking or any data or personal information you have provided us with, such as changes to terms and conditions of booking or our policies;
4. Website service communication – provide notifications of any changes to our website or to our services that may affect you (and others if their personal information is provided by you);
5. Customer service communication – provide you with requested information or correspondence, such as a Travelodge Directory or a response from us to an enquiry made by you;
6. Assistance in completing bookings – send reminder emails to continue with a booking which is in your “basket” on our websites or mobile app but is not paid and completed;
7. Maintain your My Travelodge accounts – create a profile about you in relation to your booking, to update our records, create and maintain your account.
8. Facilitate access to your room – issue access keys to allow you entry into the room you have booked with us, at selected locations.

2. With your consent:

1. Simplify payment process – use saved payment cards within your My Travelodge account so that, upon making future bookings, you have the convenient option of selecting a previously saved card in order to pay. This information is only used / accessed when you use your saved card to pay for a booking;
2. Marketing communications – inform you by email and SMS about promotional offers and other products, services and events that may be of interest where you have opted in to receiving marketing communications;
3. Non-essential cookies – to use personal information we receive from non-essential cookies for a variety of purposes, including for analytics, content personalisation and advertising (see further our Cookie Policy).
4. Biometric data – to use biometric data to verify your identity for the purposes of issuing digital access keys (we will request your explicit consent to do so), at selected locations.

3. In our legitimate interest* to promote or improve our services:

1. Market research – to contact you (and others if their personal information is provided by you) to ask about the experience using our hotels and services as part of a continual programme of customer service improvement. This is not marketing communication and is separate to marketing communications above. We may use third parties for example TripAdvisor to provide such market research communications to you on our behalf;
2. Website customisation and enhancement – to customise our website and its content to your particular preferences and to or enhance its features of functionality in accordance with our Cookie Policy;
3. Tailor communications – to tailor communications (including recommendations) to you based on your location, interests, and previous bookings and to personalise our services, products and content for you;
4. Direct marketing –  to contact you with marketing information

• by post or by phone (if you are not registered with the Telephone Preference Service;
• by email and SMS if we present to you an opportunity to opt-out (where you were presented with an opportunity to opt-out of such contact but did not do so);

• Social media marketing – to communicate targeted advertising to you in social media. You may receive advertising based on information about you that we have provided to a social media platform.  For some of our marketing campaigns, we may use this information to exclude you from receiving advertising, if we believe it will not be relevant to you. You may also receive advertising because, at our request, the platform has identified you as falling within a group whose attributes we have selected or a group that has similar attributes to the individuals whose details it has received from us (or a combination of the two);
• Customer support – monitor calls and help to train staff in relation to our customer support and helpdesk function;
• Product and service improvement – to improve our product and services;
• Service analysis – to conduct research, statistical analysis and behavioural analysis. This may include customer profiling by third parties and/or providing aggregate statistical information relating to customers, sales, and website information to reputable third parties. 
• Artificial intelligence – to train, fine-tune, develop and test models which power the artificial intelligence technology we use within our business and in some of our services. For more information, please see ‘Our use of artificial intelligence’.

4. In our legitimate interest to maintain our security and protect against fraud:

1. Website improvement and fraud prevention – improve our websites, prevent or detect fraud or abuses of our websites and enable third parties to carry out technical, logistical or other functions on our behalf;
2. Security – to maintain the safety and security of our staff, customers, hotels and other premises and our property and to protect against fraud. This includes carrying out security checks when allowing you access to our website or other services and to block fraudulent or suspected fraudulent activity (in particular, to maintain network and information security to protect your information against loss or damage, theft and unauthorised access). It also includes processing necessary for evictions and for barring guests (for example where our terms are breached or due to illegal activities), and to ensure that those barred or evicted cannot re-enter our hotels;
3. Monitoring – record CCTV footage and date and time information when you pass an area in which we or a company on our behalf operates CCTV surveillance or makes CCTV recordings to ensure the safety of our employees and visitor, which we also use to detect and prevent fraud and other criminal activities (and in relation to any CCTV footage containing criminal offence or health data, we rely on the corresponding condition for processing under relevant domestic law, for example, the UK GDPR and Data Protection Act 2018 under UK law).

5. For administrative and technical reasons:

1. Service messages – to send service messages to you or guest staying with you to ensure the effective and efficient delivery of our services or where,

• We need to communicate important information relating to your booking
• To provide you with Booking confirmations and invoices and or changes to our Terms and Conditions

1. General administration – we process your personal information to operate the administrative and technical aspects of our business efficiently and effectively, including as follows:

• for internal operations, including troubleshooting, testing, training, and statistical purposes;
• for cookies that are essential for our website to function properly (please see our Cookie Policy);
• for the purposes of corporate restructure or reorganisation or sale of our business or assets;
• for efficiency, accuracy or other improvements of our databases and systems,
• for example, by combining systems or consolidating records we hold about you;
• to enforce or protect our contractual or other legal rights or to establish, bring or defend legal proceedings (and in relation to any allergy or other health data we process about you, we rely on the corresponding condition for processing under relevant domestic law, for example,  the UK GDPR and Data Protection Act 2018 under UK law); and
• for other general administration including managing any reports you make, your queries, complaints, or claims.

In order to meet our legal obligations:

1. Taxation – ensure we meet our tax and other regulatory obligations;
2. Registration – ensure local jurisdiction regulations are complied with (where registration is necessary in such jurisdictions);     
3. Individuals’ rights – ensure we comply with an individual’s legal rights including any data protection rights you or another person exercises including by maintaining a record of the status of your consent (where we rely on consent to process your personal information);
4. Legal information – to provide you with legal information (such as updates to this policy) in accordance with our legal obligations
5. Statutory Enquiries –  Respond to requests from duly authorised authorities (such as the Police, Courts or Government Agencies.

• To protect your or another individual’s vital interests:

We will use your personal information where it is in your or another individual’s vital interests to do so, for example, in relation to any emergency medical treatment you or another individual requires whilst visiting our hotels.

7.Marketing and communications

We may periodically send promotional material to you about new products, special offers, competitions, events or other information which we think you may find interesting based on the profile we have created about you to the email addresses and phone numbers which you have provided.

If these are similar to products, services and bookings previously supplied by us to you, we will assume, under our legitimate interests to promote similar goods and services, that you are willing to receive this information unless you tell us otherwise. Please note that we do not want to send you information that you do not want to receive and you can opt out at any time (please see ‘The right to ask us to stop contacting you with direct marketing’ below for further information).

We will always ask your permission before sending you email marketing information (unless your company is a member of Travelodge Business, in which case please refer to our Travelodge Business Privacy Policy, or you have already received similar services, products or bookings from us as mentioned above). We do this by asking for your positive confirmation (e.g. by providing a tick or inserting your contact details in the relevant boxes) indicating that you wish to receive marketing and you can opt out at any time (please see ‘The right to ask us to stop contacting you with direct marketing’ below for further information). This ensures you only receive information that you have given us permission to send and are willing to receive.

We may use your information to create a profile about you in order to tailor, by automated means, our communication and marketing to you.

From time to time, we (or a third party nominated by us) may also use your information to contact you for research purposes and/or to ask about your experience using our hotels and services as part of a continual programme of customer service improvement. Please note such communications are not marketing and you may receive these from us even if you have unsubscribed from marketing. We may contact you by email, telephone, text, social media and/or mail. 

Our use of social media

We use a number of different social media platforms to communicate with you, promote our products and services and to understand how people feel about our brand and business. We process your personal information using these platforms in a variety of ways, as follows:

• Pages – We use your personal information when you post content or otherwise interact with us on our official pages on Facebook, Instagram, TikTok and other social media platforms. 
• Page Insights. We also use the Page Insights service for Facebook to view statistical information and reports regarding your interactions with the pages we administer and their content. Where those interactions are recorded and form part of the information we access through the Page Insights service, we and Meta are joint controllers of the processing necessary to provide that service to us.
• Monitoring – We monitor your posts and other content on our and other social media pages and accounts to understand how you feel about our businesses and brands and those of others in our industry.  We may do so routinely for business insights purposes or to understand public or customer sentiment in relation to a specific event or action relevant to us. We may collect any personal information you make available in any post or other social media content, but we only use relevant posts that have been published by you.  Once received, we may create aggregate data and reports from that content, including by combining it with other content. In limited circumstances, we may share that content with our service providers and other third parties (see further ‘Sharing your information’).
• Cookies & Ad-Targeting. Social media cookies can be used to track you across different sites, building up a profile of your interests. We may then use the cookies and similar technologies on our website to collect and send information to social media platforms about actions you take on our website and applications. For example, we may use such cookies and similar technologies to collect and send information to Meta about actions you take on our website and applications. Meta (who operates the Facebook and Instagram platforms) uses this information to provide services to us and also for further processing for its own business purposes. You can find out more about these technologies by visiting our Cookie Policy. The services we receive from Meta that use this information are delivered to us through Meta Business Tools, which include Meta Pixel, Social Plugins and Website Custom Audiences. These tools allow us to target advertising to you within Meta’s social media platforms by creating audiences based on your actions on our website and applications and allow Meta to improve and optimise the targeting and delivery of our advertising campaigns for us. We may also use Meta’s products to target advertisements to you based solely on personal information held by Meta, in which case, we do not generally receive or have access to such information.

Our relationship with Meta

We are joint controllers for certain processing with Meta (who operates Facebook and Instagram) as a result of our use of its services, as follows:

We and Meta are joint data controllers of the processing involved in collecting and sending your personal information to Meta using its cookies and similar technologies and also in relation to the Facebook Insights service, as each of us has a business interest in Meta receiving this information. 

As we are joint data controllers with Meta for certain processing, where applicable, we and Meta have:

• Entered into agreements in which we have agreed each of our data protection responsibilities for the processing of your personal information described above;
• agreed that we are responsible for providing to you the information in this privacy policy about our relationship with Meta; and
• Agreed that Meta is responsible for responding to you when you exercise your rights under data protection law in relation to Meta’s processing of your personal information as a joint data controller.
• The Meta company that is a joint data controller of your Personal Information is Meta Platforms, Inc., 1601 Willow Road, Menlo Park, CA 94025, USA (if you are a UK-registered user) or Meta Platforms Ireland Limited, Block J, Serpentine Avenue, Dublin 4, Ireland (if you are an EEA-registered user). For further information regarding Meta and its use of your personal information, please see:
• Meta’s Controller Addendum for Page Insights and UK Controller Addendum for Business Tools (for users located in the UK) and Controller Addendum (for users located in the EEA), which include information regarding how our and Meta’s responsibilities to you are allocated as controllers of your personal information;
• Meta’s Privacy Center including its Privacy Policy which includes details of the legal reasons (known as ‘lawful bases’) on which Meta relies to process your personal information, together with details regarding your data protection rights
• Meta’s help pages regarding its Page Insights and Business Tools and its terms and conditions relating to those tools

Meta also processes, as our processor, contact information that we submit for the purposes of matching, online targeting, measurement, reporting and analytics purposes. This service includes the processing Meta carries out when it displays our advertisements to you in your news feed at our request after matching contact details for you that we have uploaded to the platforms Meta operates. These advertisements may include forms through which we collect contact information you give to us.

To find out more information about our relationship with the social media platforms we use, please see the privacy policy of the platform and the terms of the applicable data sharing agreement that we have entered into.

Our use of artificial intelligence

We use artificial intelligence, commonly known as ‘AI’, in a variety of ways within our business.  AI enables computers to perform tasks that typically require human intelligence, such as recognising patterns, understanding language (e.g. to provide replies to questions), or making predictions based on information, including in certain cases, your personal information.

How do we use AI

Some of our uses of AI allow us to provide improved or ‘AI-powered’ versions of our existing services as well as developing new ones, including those relating to our websites, applications, customer services department and our hotels. Others allow us to put AI to use in the background, helping our business to operate more efficiently and effectively.  This means that we may use AI in connection with any of the purposes and types of information mentioned in this privacy statement, all focussed on making sure you have the best possible experience with us. 

Examples of how we may use AI include: 

1. Online chat: this feature is included in some of our websites and is designed to assist you by responding to your queries e.g. in relation to new products.
2. Personalisation: certain content in our website, applications and emails may be personalised for you using AI. Where the law requires us to obtain your consent to do so, we will always request this before personalising content for you.
3. Surveys: we may use AI to help analyse the responses you provide to us when completing customer surveys.
4. Internal tools: we may use AI to make existing processes faster, for instance, by transcribing call recordings or creating meeting minutes or other summaries of internal communications, or automation of customer service tasks.

AI-powered features and other services

When you are interacting with features on our websites or other directly accessible services that use AI, we will always aim to make this clear to you as we want you to be informed and feel comfortable when using this new technology. 

One common type of AI that we may use on our website is ‘generative AI’. This is often used in AI features that invite you to provide information to us (such as a question about a hotel in an online chat window) and providing a response generated by AI based on detailed background information that the AI feature has access to. The AI is able to do this because it learns to spot patterns in lots of material on which it was trained, for example, patterns in how people write text. The AI guesses the next words in a sentence to give answers that sound natural and helpful.

Depending on the feature, you may be asked not to provide any personal information about yourself or others.  The information that you receive in a response may include text, images or videos, depending on the feature you use. Please see the instructions that accompany the particular AI feature for more information.

Use of information to train AI models

The AI features we use have often been ‘pre-trained’ by other companies or by us (or both) to improve the way they operate. In some cases, we may use your personal information to train models that power the AI features you interact with, and in some cases, the AI tools we use in the background. When we refer to ‘training’, this includes fine-tuning, testing, enhancing or carrying out a similar activity designed at developing or improving the AI we use or the underlying model that helps it produce a result.

We will never use your sensitive information (such as health data) for training any AI models. 

The safeguards we apply when using AI

We take steps, including by carrying out risk assessments and implementing security measures, to ensure we use AI in ways that are responsible, fair, and secure. This includes, where appropriate, limiting access to your information, anonymising information, preventing any training based on your information by unauthorised third parties, and monitoring AI outputs for accuracy and bias.

Automated decision making

We do not make any significant automated decisions about you using AI. Please see further ‘Your rights’

How long we will keep your personal information

We retain your information for a range of purposes which determine the period of time for which we need to keep such information. We do not retain personal information in an identifiable format for longer than is necessary.

We will always retain your personal information for the period that you have an active account except for details of your bookings, transactions, complaints and legal requests, which we will hold for 7 years from the date of your last transaction.  If you do not hold an account, we retain your personal information for 7 years from the date we collect it or, where applicable, the date you are unsubscribed from our marketing lists, if later.

Your account will become ‘inactive’ if you do not engage with us for more than 3 years, for example, if you do not log into your account, make a booking or other purchase with us, engage with our direct marketing campaigns, or redeem any vouchers. After that period ends (or at any point you choose to delete your account with us using the relevant settings), we will delete or anonymise the records we hold about you so that we no longer hold your personal information.  Exceptions apply to these periods, including but not limited to where:

• the law requires us to hold your personal information for a longer period, or delete it sooner;
• you exercise your right to have the information erased (where it applies) and we do not need  to hold it in connection with any of the reasons permitted or required under the law (see ‘Your rights’ below);
• you exercise your right to require us to retain your personal information for a period longer than our stated retention period (see ‘Your rights below);
• we may record our calls with you, in which case we will store the recording for 15 days from the date of the call;
• your personal information is contained in CCTV footage we record, in which case we will retain such data for up to 90 days, depending on the relevant site and equipment used to record that footage (in the event of an incident or investigation, we may retain that footage for longer in accordance with the last item in this list);
• your personal information is included in the social media content we collect, in which case we may retain that information for up to 10 years;
• we obtain your proof of identity documentation (e.g. driving licence, passport, card bearing PASS hologram, or military ID) which we retain for up to 31 days from the date of our receipt or until your checkout date (if later)  or, if you are subject to a ban from a hotel, for the period for which you have been banned; or
• We bring, defend or investigate a legal claim or other proceedings during the period we retain your personal information, in which case we will retain your personal information until those proceedings or our investigations have concluded and no further appeals are possible.

Our approach to information security

To protect your information, Travelodge has policies and procedures in place to make sure that only authorised personnel can access the information, that information is handled and stored in a secure and sensible manner and all systems that can access the information have proportionate and reasonable security measures in place. To achieve this, employees, contractors, sub-contractors and third party suppliers have contracts, with defined roles and responsibilities.  While we take commercially reasonable measures to ensure the safety and security of your data, due to the inherent risks with the Internet, we are unable to guarantee the absolute security of your data when using our services.

Transfers of your information out of the UK 

We may from time to time need to transfer your personal information to support partners and other companies which are located outside the UK, for the purpose of ensuring our websites are operating correctly or in relation to third parties to whom we share your data. 

Where we transfer your information outside of the UK, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this privacy policy. These steps include:

• relying on decisions issued by the relevant UK Secretary of State or European Commission (or other relevant person) declaring that a country or a company certifying to an international framework is adequately protective of personal information to a degree that allows us to safely transfer your personal information to that country or company;
• imposing contractual obligations on the recipient of your personal information using standard clauses issued by the UK Information Commissioner’s Office or European Commission (or other relevant body); or
• relying on ‘binding corporate rules’ put in place by recipients of your personal information that have been approved by relevant data protection regulators.

Please contact us using the details at the end of this privacy policy for more information about the protections that we put in place and to obtain a copy of the relevant documents.

If you use our services whilst you are outside the UK, your information may be transferred outside the UK in order to receive those services.

Automated decisions

We do not envisage making decisions that have a legal or significant effect on you using purely automated means, however we will update this privacy policy and inform you if this position changes.

Your rights

In order to process any of the requests listed below, we may need to verify your identity for your security. In such cases your response will be necessary for you to exercise these      rights. 

The right to access information we hold about you

At any point you can contact our customer services team to request details concerning the information we hold about you, why we have that information, who has access to the information and where we got the information. In most cases you are entitled to copies of the information we hold concerning you. Once we have received your request we will usually respond within 1 month, but in some cases may take up to 3 months to respond, where the law allows us to do so.

The right to correct and update the information we hold about you

If the data we hold about you is out of date, incomplete or incorrect, you can inform us and we will ensure that it is updated.

The right to have your information erased

If you feel that we should no longer be using your data or that we are illegally using your data, you can request that we erase the data we hold. When we receive your request, we will confirm whether the data has been deleted or tell you the reason why it cannot be deleted.

The right to object to processing of your data or restrict our processing

You have the right to request that we stop processing your data or to restrict our processing, including by suspending certain processing or retaining your information. Upon receiving the request, we will contact you to tell you if we are able to comply or if we have legitimate grounds to reject your request. If data is no longer processed, we may continue to hold your data to comply with your other rights.

The right to ask us to stop contacting you with direct marketing

You have the right to request that we stop contacting you with direct marketing. On promotional emails we provide an ‘unsubscribe’ link at the bottom of the email which will unsubscribe you from that service. You can also unsubscribe by updating your profile preference centre or via your My Travelodge account on our website. 

If you wish to opt out with respect to more than one email address, you must complete a separate request for each email address.  Please note, unsubscribing from marketing communications will not opt you out from receiving customer satisfaction surveys (please see ‘The right to object to processing of your data’ for more details regarding your right to object to other types of processing).

It is not possible to ‘opt-out’ of receiving communications from us which relate to your bookings or updates to our terms, policies or other legal information sent as part of the booking (which are not considered marketing for these purposes). This ensures that we can always contact you as a result of circumstances that may affect your stay with us and supply legal and other important information to you.

The right to data portability

You have the right to request that we transfer your data to another controller. Once we have received your request, we will comply where it is feasible to do so.

The right not to be impacted by automated decision making

You have the right to request that no automated decisions are made (including profiling) where these have a legal or other significant impact on you. As we mention in the section above, we do not process information to make such decisions but will notify you if that position changes).

The right to complain

You have the right to complain to us if you think that there is an infringement of data protection law in connection with your personal data. To make this process easier you may:

• use our online complaint form available at Contact Us
• write to us at datacontroller@travelodge.co.uk 
• write to us at the postal address below

The Customer Service Team,
Travelodge Hotels Ltd,
Sleepy Hollow,
Aylesbury Road,
Thame, Oxfordshire,
OX9 3AT,
UK.

• complain in person by visiting our office address during normal opening hours 
• contact us through our social media pages
• We will acknowledge receipt of your complaint within 30 days starting when the complaint is received.
• Without undue delay, we will:
• take appropriate steps to respond to your complaint, which will include making appropriate enquiries into it and informing you about its progress; and
• inform you of the outcome of the complaint.

If you contact us through social media it may take us longer to respond and we may invite you to use one of the secure channels above.

If you are located in the United Kingdom or European Union, you also have the right to make a complaint to your local data protection regulator, which in the UK is  the Information Commissioner’s Office (visit  https://ico.org.uk/ for contact information).  Please see the European Data Protection Board website for contact details regarding the data protection regulators in the European Union.

Consent

In those cases where we need your consent to process your information, we will ask you to make a positive indication (e.g. to tick a box or insert your contact details on the relevant form or web page requiring consent), or, in the case of our use of biometric information we use to verify your identity, we will ask you explicitly for your consent.

Once you have provided your consent you can withdraw it any time.  Our processing of your personal information based on your consent prior to the time you withdrew it will remain lawful.

Sharing your information

The information and data we collect is important for Travelodge and we understand that you care about the use and storage of your personal information and we value your trust in allowing us to do this. We will not share this with anyone else unless we have a lawful basis for doing so, we will never rent, trade or sell your personal information to any third parties for their marketing purposes.

We do disclose or transfer your data or personal information to service providers, agents or other data processors engaged by us to perform any necessary functions on our behalf (such as hosting and maintaining our website, providing us with data management systems, market research, artificial intelligence technology including the use of models and related services, customer satisfaction surveys and support services and to help us analyse and tailor our marketing to you). 

When sending your information to such third party processors, we only disclose to them any personal information that is necessary for them to provide their service and we have a contract in place that requires them to keep your information secure and not to use it other than in accordance with our specific instructions.

We may share your information with other companies in our corporate group. They may use your personal information in the ways set out in this policy, in connection with the services they provide including where they complement our own.

We may disclose your personal information with other third parties who are controllers, who may make their own decisions regarding your personal information. These may include professional advisers, consultants, social media platforms, our insurers, business partners, and public authorities.  When we share your personal information with such third parties, they may disclose or transfer it to other organisations in accordance with their privacy policies. This does not affect any of your data subject rights as detailed above.

We may disclose your personal information to other third parties as follows:

• In the event that Travelodge or any part of its business is sold to or integrated with another business or restructured or reorganised, Travelodge may disclose your personal information to the new owners (and their professional advisers on the transaction) to be used by the new owners and their group of companies in the same ways as set out in this privacy policy, including to continue providing you with the same services and marketing information services as are currently provided by Travelodge.
• If we are under, or consider that we have, a duty to disclose or share your information in order to comply with any legal or regulatory obligation or request, including by the police and other law enforcement bodies, tribunals, regulators, local or central government or related agencies.

We may also provide information (including pseudonymised data) to third parties that receive it in aggregated or otherwise anonymous form, including statistics about our customers, sales, traffic patterns and related site information to reputable third parties in order to better understand our services, website and overall customer satisfaction. In certain limited cases, we may provide such companies with personally identifying information.

Contact details

If you have any queries about this policy, need further information or wish to lodge a complaint you can use the details below to contact us.

Travelodge Hotels Ltd
Sleepy Hollow
Aylesbury Road
Thame
Oxfordshire
OX9 3AT

datacontroller@travelodge.co.uk

Changes to this Privacy Policy

We may change this policy from time to time by updating this website or notifying you by email, or both. You should check this policy occasionally to ensure that you are aware of the most recent version that will apply each time you access the website.

Travelodge Business Privacy Policy

Introduction

Travelodge Business Members (Member Companies) are for the purposes of this privacy statement defined as, those companies who have agreed to be bound by the Travelodge Business Terms and Conditions of use of this website. Any reference to Member Companies within this privacy statement also includes any authorised individual who has opened a Travelodge Business account and all staff members, Authorised Individuals, representatives and guests of any Member Companies.

This website (https://www.travelodge.co.uk/business) is operated by Travelodge Hotels Limited (“we”, “us” or “Travelodge”) and we are a controller for the purposes of the Data Protection Act 2018 and the EU General Data Protection Regulation 2016/679. We have created this privacy statement in order to demonstrate our commitment to the privacy of all customers, including our Member Companies and those using Travelodge Business.

Travelodge is responsible for, and controls the processing of, the personal information provided to us when Member Companies use this website in accordance with this privacy statement. Please note that when a Member Company shares personal data with us, Travelodge processes such data in the capacity of a Controller. This is because Travelodge has a number of requirements and responsibilities that arise through the booking process such as determining the data needed to book rooms and how long this is kept for. These responsibilities dictate that Travelodge is a controller (rather than acting as a processor on behalf of the Member Companies).

In accepting these terms, Travelodge and Member Companies agree that they will comply with all applicable obligations under data protection legislation and agree to assist each other in complying with their respective obligations under this legislation.

Defined terms used in this statement are as set out in the Travelodge Business Terms and Conditions unless stated otherwise. This privacy statement supplements the terms of the Travelodge Business Terms and Conditions. In the event of any conflict between any term of this privacy statement and the Travelodge Business Terms and Conditions, the Travelodge Business Terms and Conditions shall take priority. All other terms in Travelodge Business Terms and Conditions shall continue to govern use by the Member Companies of the services supplied by Travelodge.

References to personal information provided by Member Companies in this statement shall include personal information of any of the Member Company’s staff members, representatives of the Member Company, or guests staying in our hotels using the Member Company’s Travelodge Business membership.

Scope of Application

As a member of Travelodge Business, Member Companies acknowledge that they are responsible for ensuring that those individuals that the Member Company shares information about are aware that their information will be processed in accordance with the practices outlined in this statement, this applies when Member Companies use Travelodge hotels, our websites (including our mobile site), our mobile app, our social media pages, our dedicated telephone reservations line, our helpdesk functions and any other Travelodge service.

If you are using these services other than as a Member Company, please refer to our Travelodge Leisure privacy policy which outlines how we process your personal information in such circumstances.

If you are using our website or our recruitment portal to apply for vacancies, such activities are governed by a separate privacy policy which outlines how we process your personal information for these purposes and your rights in relation to the same. This separate privacy policy can be accessed at the bottom of the pages of our careers website.

Personal information we collect

We collect certain personal information from Member Companies and guests staying in our hotels using Travelodge Business. It is necessary for us to process this personal information in order to carry out our business.

Specifically, we collect personal information about Member Companies and/or guests when they:

1. make or manage bookings on behalf of guests or guests of another guest;
2. register or alter details for Travelodge Business accounts;
3. request a brochure;
4. sign up for our newsletter and other marketing emails (in line with Marketing below);
5. enquire about or apply for a Corporate Account, Business Account card or other commercial agreement;
6. engage with us to receive helpdesk services (such as by contacting our customer services department, through the “Contact Us” form on our website or by calling our telephone helpline (which may be recorded));
7. post material to our website and / or social media page;
8. complete customer feedback or surveys as part of a stay at one of our hotels;
9. register at the reception or kiosks in one of our hotels;
10. raise a complaint or dispute with us or are involved in a legally recordable incident at our premises (e.g. in relation to health and safety reporting);
11. speak to one of our representatives, call centre agents or members of our customer services or PR team;
12. participate in competitions or promotions; or
13. use our website and customer applications in any other way.

The personal information collected in the above manner may include the following about Member Companies:

1. full name;
2. postal address;
3. email address;
4. telephone number;
5. payment details;
6. geolocation
7. machine identifiers (such as IP addresses);
8. dispute resolution information;
9. disability and health information;
10. supplementary information (dietary and other preferences and special requirement’s);
11. image data;
12. website behavioural data (such as through tags and cookies – see our Cookies Policy available here;
13. voice recordings; and
14. Identification information (such as passports, drivers’ licences or national identity cards).

Personal information provided by third parties

We may receive personal information about Member Companies from other sources (such as the Mail Preference Service or our authorised third party providers), which we will add to the information we already hold about them in order to help us provide our products and services in accordance with their requirements and to ensure that the quality of data we have on our accounts is maintained properly. We may also obtain information about Member Companies from social media providers such as Twitter and Facebook or from third party websites where they have left commentary or feedback about us (for example on TripAdvisor).

Member Companies, booking agents and travel management companies acknowledge and agree that, by using Travelodge hotels, our websites (including our mobile site), our mobile app, our social media pages, our dedicated telephone reservations line, our helpdesk functions and any other Travelodge service as a member of Travelodge Business, they shall be responsible for ensuring that they have the relevant legal basis for the processing of personal data and have notified their staff members, representatives and guests that their personal information will be processed in this manner.

How we use personal information

We will collect personal information from Member Companies:

1. in order to take the necessary steps in preparation of, or to fulfill our obligations under, a booking contract:
   • Bookings and payments – provide communications about bookings, products and services being provided;
   • Bookings and account updates – send details of new, amended or cancelled bookings or Travelodge Business membership account details and changes (including amendments to the list of Authorised Individuals) – usually via email;
   • Provide updates on matters affecting bookings – provide updates in the event of a change that affects a booking or any data or personal information we have been provided with, such as changes to terms and conditions of booking or this privacy statement;
   • Website service communication – provide notifications of any changes to our website or to our services that may affect a Member Company;
   • Customer service communication – provide requested information or correspondence, such as a Travelodge Directory, or a response from us to an enquiry made;
   • Travel expenditure – provide information relating to travel expenditure incurred;
   • To provide assistance in completing bookings – send emails as reminders to continue with a booking which is in a “basket” on our websites or mobile app but is not paid and completed;
   • Travelodge Business account card application – manage applications for a Travelodge Business account card;
   • Maintain Travelodge Business Accounts – create a profile about a Member Company in relation to a booking, to update our records and/or to create and maintain accounts.
2. With your consent:
   • Simplify payment process – use saved payment cards within Travelodge Business account so that, upon making future bookings, there is the convenient option of selecting a previously saved card in order to pay. This information is only used / accessed when the saved card is used to pay for a booking.
3. In our legitimate interest* to market to you as a business:
   • Marketing communications – create a profile about you for marketing purposes to tailor communication accordingly. We may use automated processes to do this;
   • Promotional offers – inform you about promotional offers and other products or services that may be of interest (in line with marketing communications above);
   • Maintain records indicating consent to status – to ensure we accurately reflect wishes when communicating to you.
4. In our legitimate interest* to improve our services:
   • Market research and Surveys – to ask about the experience of using our hotels and services as part of a continual programme of customer service improvement. We may use third parties, for example; TripAdvisor, to provide such market research communications on our behalf;
   • Website customisation and offers – to customise our website and its content to the particular preferences of a Member Company and to offer appropriate discounts in accordance with our Cookies Policy available here;
   • Customer support – to monitor calls and help train staff in relation to our customer support and helpdesk function;
   • Product and service improvement – to improve our product and services;
   • Service analysis – to conduct research, statistical analysis and behavioral analysis. This may include profiling by third parties and/or providing statistical information relating to customers, Member Companies, sales, traffic patterns and related site information to reputable third parties. Member Companies must ensure that their staff members, Authorised Individuals, representatives and guests are aware that they can object to such profiling, should they wish to do so.
5. In our legitimate interest* to:

protect against fraud:

• • Website improvement and fraud prevention – to improve our websites, prevent or detect fraud or abuses of our websites and enable third parties to carry out technical, logistical or other functions on our behalf;
  • Security – carry out security checks when allowing access to our services and to block fraudulent or suspected fraudulent activity.

adhere to government guidance:

• • NHS Test and Trace – collect, store and share information relating to Member Companies in order to support NHS Test and Trace.

1. In order to meet our legal obligations:

• • Taxation – ensure we meet our tax and other regulatory obligations;
    Registration – ensure local jurisdiction regulations are complied with (where registration is necessary in such jurisdictions).

*any reliance on legitimate interest shall not prejudice your interest or fundamental rights and freedoms.

Marketing and Communications

We may send electronic marketing messages to the email addresses provided to promote Travelodge Business and related benefits. We undertake this marketing on the basis that we have a legitimate interest to market and promote our services. This includes offering products and services that we think our contacts at Member Companies will be interested in. Recipients can opt out of such marketing at any time by following the link provided in the marketing message.

We may use information provided to us to create profiles in order to tailor, by automated means, our communication and marketing.

From time to time, we (or a third party nominated by us) may also use information provided to us to contact Member Companies for research purposes and/or to ask about customer experience using our hotels and services as part of a continual programme of customer service improvement. Please note such communications are not seen as marketing and you may receive these from us even if you have unsubscribed from marketing. We may contact these persons by email, telephone, text, social media and/or mail. We may also use the information to customise the website.

How long we will keep personal information.

We retain personal information for a range of purposes which determine the period of time for which we need to keep such information. For example (list is not exclusive):

Data	Retention Period
Recorded telephone conversations	7 days from the day of call received
For the purposes of marketing	3 years from the point of last contact with you, this may include use of our websites, stays in our hotels or responses to communications with you
For compliance with legal obligations arising from contracts entered into with you, for example tax regulations	7 years from date of last transaction
For business continuity for example backups	Up to 8 years depending on the processing

We will remove data from our systems at the end of the applicable data retention periods, unless we are required by current or future law to retain personal information for a longer period.

Information Security

To protect personal information, both Travelodge and the Member Company agree to have policies and procedures in place to make sure that only authorised personnel can access such information, that information is handled and stored in a secure and sensible manner and all systems that can access the information have proportionate and reasonable security measures in place. To achieve this, employees, contractors, subcontractors and third party suppliers should have contracts, with defined roles and responsibilities.

While we take commercially reasonable measures to ensure the safety and security of personal information, due to the inherent risks with the Internet, we are unable to warrant the absolute security of personal data when using our services.

We expect Member Companies to have appropriate technical and organisational measures in place to ensure that personal data is kept secure as required by applicable data protection legislation.

Transfers of information out of the UK and EEA

We may from time to time need to transfer personal information to support partners which are located outside the UK and the European Economic Area, for the purpose of ensuring our websites are operating correctly or in relation to third parties to whom we share data. Any transfer of data will be subject to adequate levels of protection that will safeguard the privacy rights of data subjects and give them remedies in the unlikely event of a security breach.

Data subject rights

Travelodge recognises and respects that data subjects have certain rights under data protection legislation. These rights are listed in our Leisure privacy policy. All requests to exercise these rights will be administered in accordance with our Leisure privacy policy.

Sharing your information

The information and data we collect is important for Travelodge and we understand that our Members care about the use and storage of our users’ personal information and we value your trust in allowing us to do this. We will not share this with anyone else unless we have a lawful basis for doing so, we will never disclose, rent, trade or sell your personal information to any third parties for their marketing purposes.

We do disclose or transfer personal information and data (e.g. contact details as well as arrival and departure dates) about Member Companies to support NHS Test and Trace. In the event that we do this, we will adhere to then current government guidance (please refer to the government guidance on maintaining records of staff, customers and visitors to support NHS track and trace here).

We do disclose or transfer personal information about Member Companies to other companies, data processors or agents employed by us to perform any necessary functions on our behalf (such as hosting and maintaining our website, providing us with data management systems, market research, customer satisfaction surveys and support services and to help us analyse and tailor our marketing to you), but they are bound by similar terms to those set out in our privacy policy and may not use this information for their own purposes.

In the event that Travelodge or any part of its business is sold to or integrated with another business, Travelodge may disclose personal information about Member Companies to the new owners (and their professional advisers on the transaction) to be used by the new owners and their group of companies in the same ways as set out in this privacy policy, including to continue providing our Member Companies with the same services and marketing information services as are currently provided by Travelodge.

We may also provide aggregate statistics about our customers, sales, traffic patterns and related site information to reputable third parties in order to better understand our services, website and overall customer satisfaction which may include personally identifying information.

Contact details

Please contact us using the below details regarding queries about this statement, further information, or complaints:

Data Protection Officer

Travelodge Hotels Ltd,
Sleepy Hollow,
Aylesbury Road,
Thame,
Oxfordshire,
OX9 3AT

datacontroller@travelodge.co.uk

Changes to this Privacy Statement

We may change this statement from time to time. You should check this statement occasionally to ensure that you are aware of the most recent version that will apply each time you access the website.